Analysis of Factors Influencing Customer Satisfaction in Online Retailing: A Case Study

Thesis Abstract

**Abstract
** The online retail industry has witnessed significant growth over the past few years, with more consumers opting for the convenience and accessibility of shopping online. Customer satisfaction is a critical factor in the success of online retail businesses, as it directly influences customer loyalty and repeat purchases. This research aims to analyze the factors that influence customer satisfaction in online retailing through a case study approach. The study will begin with a comprehensive review of the literature on customer satisfaction in online retailing, focusing on relevant theories and models that have been proposed in previous research. This literature review will cover topics such as the impact of website design, product quality, pricing, customer service, and delivery on customer satisfaction. Following the literature review, the research methodology chapter will outline the approach taken in this study. The methodology will include details on the research design, data collection methods, sampling techniques, and data analysis procedures that will be used to investigate the factors influencing customer satisfaction in online retailing. The findings chapter will present the results of the data analysis, highlighting the key factors that have the most significant impact on customer satisfaction in the online retail context. These findings will be discussed in relation to the existing literature, providing insights into the unique challenges and opportunities faced by online retailers in enhancing customer satisfaction. The final chapter will conclude the thesis by summarizing the key findings and implications of the study. Recommendations for online retailers looking to improve customer satisfaction will be provided, along with suggestions for future research in this area. Overall, this research contributes to our understanding of the factors that drive customer satisfaction in online retailing and offers valuable insights for businesses seeking to enhance the online shopping experience for their customers.